Senam Khan Email & Phone Number

New York, NY, US

Toronto, Ontario, Canada

• Led complex service design projects using mixed-method research, customer journey mapping, and service blueprinting to develop transformation strategies driving $2m revenue in 2024
• Developed Strategy and Service Design proposals and pricing strategies with a 70% conversion rate while co-managing a $10m Banking and Financial portfolio ensuring 35% margin
• Established the Service Design Toolkit with 25+ tools internally, to build service design practice and trainings
• Conducted… Show more
• Conducted qualitative research to drive organizational design strategy for 300 employees, enhancing satisfaction and increasing retention through developing an employee experience strategy
• Created the Product Roadmap and managed the delivery end-to-end for complex business products by managing the design team and delivery team

Remote

Created a product strategy for the Product teams in the company Delivered a workshop to the 0-1 teams to develop the product centered development practices Created a complete Hackathon framework for the new product ideas and development to increase the new product development in the company

Pioneered Service Design framework, revolutionizing customer experience and boosting company margins. Implemented data-driven design methodologies across teams.Empowered Design team with User Research practices, fostering a data-driven approach across product, design, and engineering departments and implementing Experience and Product Analytics in.

Islāmābād, Pakistan

• Spearheaded omnichannel digitization of Customer Support for 14 million users, using qualitative research, data analysis, process mapping, and service blueprinting to enhance user experience and streamline operation.
• Led cross-platform transaction project with 3 Asian mobile wallets, working with cross-functional teams and creating an experience using combining various design systems and product flows
• Conducted over 50 A/B and usability tests as a sole researcher, providing critical… Show more
• Conducted over 50 A/B and usability tests as a sole researcher, providing critical insights for feature optimization and user satisfaction.
• Revamped P2P payments and home screen based on quantitative research and experience analytics through Mixpanel and custom reporting, driving user engagement and retention. Show less

• Spearheaded digital transformation of retailer app, streamlining features from 41 to 15, resulting in 80,000 MAUs from 200 in 6 months
• Conducted extensive qualitative research, including 30+ interviews, to map complete service experience and create a new design system
• Implemented Product Analytics (Google Analytics) and Experience Analytics (UXCam), leveraging data lakes for product insights and driving telecom to an industry-leading position
• Developed product strategy and… Show more
• Developed product strategy and roadmap for nationwide digital distribution platform, serving 200,000 retailers
• Optimized compliance measures, reducing risk to less than 2% while enhancing overall product functionality and user experience

• Led service design projects developing personalized mobile plans, B2B products, retail and digital experience, compliance, customer support, IVR and omnichannel experiences
• Developed products and process re-engineering for customer support back office and agent experience to reduce costs, improve CSAT and increased the NPS by 3 points over a quarter
• Developed and delivered bespoke Design Thinking curriculum, refining user-centric practices across 45-team department
• Developed… Show more
• Developed Power BI models to generate custom insights for different services through customer segmentation and linkage analysis working with the Business Intelligence team Show less

Islamabad

• Spearheaded digital product design and system architecture, transforming a concept into a 300-bike fleet across 3 campuses.
• Drove company growth from ideation to full-scale operation. Forged strategic partnerships with EU, US Embassy, and eco-initiatives, expanding market reach.
• Oversaw bicycle manufacturing with Pakistan's largest producer.
• Secured funding and pitched to investors for funding. Articulated vision and growth potential, demonstrating project viability through… Show more
• Secured funding and pitched to investors for funding. Articulated vision and growth potential, demonstrating project viability through pitch decks.
• Fostered cross-functional teamwork, aligning design, legal, and partnership efforts. Cultivated relationships with stakeholders to drive sustainable growth. Show less

- Thought leadership with the key priorities for the Think-Tank (education and health)- Organised a 2 day, joint conference with the Danish Defense & Military Division with key political and thought leaders from 12 different countries with over 800 attendees.- Organised and facilitated round tables for senior political and social leaders to engage in.

- Designing toys for elementary school children to facilitate their Learning and Development with the Orenda (Taleemabad) curriculum. - Prototyping and iterating with different materials and redesigning shape and form keeping in mind children's dexterity and fine motor functions.- Conducted Usability Tests with the children to ensure the goals and.